Last Revision: 20th November 2022
Introduction
We understand firsthand how crucial it is for an online service to maintain high-availability,
which is why we provide an SLA (Service Level Agreement) to cover our clients in the event of a service disruption.
Currently, all of our services are covered by our Service Level Agreement
If you have additional questions or require more information about our
Service-Level Agreement, do not hesitate to contact us.
Coverage
Our SLA applies to the following types of interruptions:
- Network
- Hardware
- Denial of Service Attack (DoS/DDoS)
If for any of the above listed interruptions your service goes down for more than 5 minutes, the affected service will be covered by our SLA.
Limitations
Our SLA doesn't apply to the following types of interruptions:
- Planned Maintenance - We announce all planned maintenance on our social accounts, website, or E-Mail.
- Software failures - Software is not within the scope of our service, therefore we do not cover errors, crashes or any service interruptions caused by software.
- Interruptions caused by the client - We do not cover issues caused by the client such as installing third-party files and software or custom scripts.
- Circumstances beyond our control - Force majeure which results in failure of service.
Non-compliance claims
In an event of non-compliance from Ametrine.host, the client will be compensated as per the following terms:
- For every minute of downtime, Ametrine.host will extend the affected service(s), rounded up to the next day. Example: 10 minutes of downtime => 1 day extension
- To receive compensation, the client must create an SLA claim via any of our support methods within one week of the outage.
- All SLA claims will be investigated. The outcome of such claims will be decided at the sole discretion of Ametrine.host.
- We reserve the right to reject SLA claims if we deem them to be fraudulent, or if we believe the client purposely attempted to cause a service disruption.
Amendment
Ametrine.host reserves the right to make changes to our SLA at any time. Any changes will be reflected immediately on this page. Clients will be notified via social media, website or E-Mail
